We have an existing custom app with a “Create Ticket” button. Clicking this button opens a new tab with a pre-populated ticket form based on URL query parameters.
However, we now need to change this functionality so that clicking the “Create Ticket” button opens the new ticket page within the same tab.
We have tried two approaches:
Approach 1:
We used window.open with _self, but it loads the entire portal iframe inside our custom full-page app. Please see the attached screenshot for reference.
Is there a way to open only the New Ticket form within our custom app?
Approach 2:
Using the Widgets module, we created a widget that incorporates the ticket form inside the widget. While this allows us to view the ticket form within the same tab, we are facing some issues:
Issue 1:
The ticket fields are being pulled from the customer view configuration. Some fields that are not displayed on the agent side are being incorporated into the widget. Making these fields visible on the customer end affects other logic and functionality inside the agent portal.
Issue 2:
Some fields that are mandatory on the agent side are not mandatory on the customer portal. We cannot make these fields mandatory on the customer side without affecting other logic and functionality inside the agent portal.
Is there a way to overcome these issues?
Please let us know if there is a solution to this issue as soon as possible.
Both of your approaches are not feasible without any trade-offs. The first approach is not recommended, as the portal is not expected to open within the app in an iframe. So, it may not work reliably even if it works today.
An app cannot modify the current page to open the New Ticket Page. Therefore, a new Interface Method is needed to open the New Ticket Page from an app. We submitted this feature request to the respective team for consideration in the roadmap.
Can you share more details on why it is required to create a ticket directly? Can the app work after the agent opens the New Ticket Page manually? What other requirements are part of the workflow to consider in this solution?
The app is a full-page application. Currently, when a user clicks the “Create Ticket” button, a new ticket URL is generated with query parameters to populate certain fields, and the ticket form opens in a new tab. This is the existing functionality. However, the customer now wants the new ticket page to open within the same page of the app. To address this, we are considering the approach mentioned at the beginning of the thread.
We need to know whether there’s a way to open the new ticket form within the custom app on the same page with prepopulating some fields with our details.
